Welcome to our Help Centre

Your balance due date will be shown on your booking confirmation.

Payment deadlines vary depending on the travel provider and type of holiday booked, so please refer to your confirmation rather than relying on a general payment timeframe.

If you are unsure when your balance is due, please contact our Care Team and we will be happy to check this for you.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

In many cases, changes can be requested after your booking has been confirmed, although this will depend on the travel provider, availability and the type of change you would like to make.

Amendment fees or increases in the cost of your holiday may apply.

Please contact our Care Team as soon as possible if you would like to make a change and we will check the options available to you.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Please contact us as soon as you notice an error with a passenger name.

Names should normally match the passport or identification being used for travel. The process and any charges for correcting or changing a name vary between travel providers and airlines.

Our Care Team can check what action is required for your booking.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

It may be possible to change or upgrade your cabin or accommodation after booking, subject to availability and the terms of your travel provider.

Any difference in price and applicable amendment charges will normally need to be paid.

Contact our Care Team and we can check the options available for your booking.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

In many cases, yes.

If you are a member of a cruise line, airline, hotel or travel provider loyalty programme, please let us know your membership number and we can check whether it can be added to your booking.

Some providers also allow you to add this yourself through their website or app.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Passports are your responsibility.

Please note the following advice is only valid for British Citizens.

If you are travelling to Europe then you should make sure that your passport meets the following rules:

• Your passport must have been issued less than 10 years before the date you enter the EU.
• It must also be valid for at least three months after the date you plan to leave the EU.

Passport requirements vary depending on where you are travelling.

Before travelling, you should check the latest entry requirements for every destination on your itinerary, including any countries you are travelling through. You can find current passport and entry information on the UK Government Foreign Travel Advice website.

Please remember that it is the traveller’s responsibility to ensure they have the correct passport and travel documents.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Visas are your responsibility.

Visa requirements depend on your nationality, destination and the length and purpose of your trip.

You should check the latest entry requirements for every country included in your itinerary, including transit destinations.

The UK Government Foreign Travel Advice website provides current information for British passport holders.

If you are travelling on a passport issued by another country, you should check the requirements that apply to your nationality.

If you are struggling with this, The Travel Visa Company will be able to assist you with any queries.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Many airlines, cruise lines and other travel providers require Advanced Passenger Information, or API, before you travel.

The way you provide this information varies between travel providers. You may be asked to enter it through an airline website, cruise personaliser, travel provider portal or mobile app.

Your travel documents or booking information should explain where this needs to be completed.

If you cannot find where to enter your details, please contact our Care Team, or check your holiday operator’s website from our “After You’ve Booked” links.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Vaccinations are your responsibility.
Vaccination and health requirements vary depending on your destination and your personal circumstances.

We recommend checking current travel health advice well before departure, particularly if you are travelling to a long-haul or more remote destination.

You can find destination-specific guidance through TravelHealthPro and the UK Government Foreign Travel Advice website.

For personal medical advice, please speak to your GP, pharmacist or a travel health professional.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Travel insurance is strongly recommended for all holidays and may be a condition of booking with some travel providers. Your policy should be suitable for your destination, planned activities and personal circumstances, including any pre-existing medical conditions.

If you haven’t yet arranged cover, Travel Village Group has partnered with Staysure, a specialist travel insurance provider offering cover for a wide range of travellers, including those with pre-existing medical conditions.

You should always check that any policy you purchase is suitable for your individual needs and provides the appropriate level of cover for your holiday.

If you’re travelling on an ocean or river cruise, make sure you select the appropriate additional cruise cover when arranging your policy.
Please note: Most cruise companies will ask for your policy reference number when checking in.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Possibly.

Some destinations charge local tourist taxes, resort fees, city taxes or other charges that are payable directly by the customer.

Whether a charge applies, how much it costs and how it is collected varies by destination and accommodation provider.

Where we have been advised of a mandatory charge in advance, this may be shown within your booking information. However, local charges can change, so we recommend checking before you travel.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Your airline booking reference, sometimes called a flight locator or PNR, may appear on your booking confirmation or travel documents.

In some cases, the reference used by the airline is different from your Travel Village Group booking reference.

If you need an airline reference to manage your booking, select seats or check in and cannot find it within your documents, please contact our Care Team.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Seat selection depends on the airline, fare type and how your flights have been booked.

Some airlines allow you to choose seats immediately, while others only make seat selection available once tickets have been issued or closer to departure. Charges may also apply.

Your booking information may include an airline reference that allows you to manage your seats directly with the airline.

If you are unsure, please contact our Care Team.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Online check-in is usually completed directly with your airline.

The time that check-in opens varies between airlines, so we recommend following the instructions provided by your airline or within your travel documents.

You may need your airline booking reference or flight locator to check in.

If your holiday includes flights arranged through a tour operator, their check-in process may differ from a standard airline booking.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Your departure terminal will usually be shown on your travel documents or airline booking.

Airport terminals can occasionally change, so we recommend checking directly with your airline or departure airport before travelling.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Your baggage allowance depends on the airline, travel provider, fare type and holiday you have booked.

Your travel documents or airline booking should show the allowance included with your booking.

Remember that cabin baggage, checked baggage and luggage for infants or children may have different limits.

If you cannot find your baggage allowance, please contact our Care Team.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

The timing of travel documents varies depending on the type of holiday and travel provider.

Many companies now issue documents digitally, and some tickets or boarding passes only become available once online check-in opens.

We will send your documents to you as soon as they are available to us – as a guide approximately 14 days before travel.

If you are approaching your departure date and believe you should already have received them, please check your spam or junk folder before contacting our Care Team.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

First, check your email inbox and spam or junk folder.

Travel documents can sometimes be sent directly by the travel provider or may need to be downloaded through their website or app.

If you still cannot find them, please contact our Care Team and we can check their status for you.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Many travel providers allow you to manage parts of your booking through their website or mobile app.

Depending on the provider, you may be able to:

* Add passport or API information

* Check in

* View or download travel documents

* Book excursions

* Select seats

* Add drinks, dining or Wi-Fi packages

* View your itinerary

Visit our Next Steps page to find links and information for many of the travel providers we work with.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Cruise luggage labels are available through your cruise line’s online booking portal or app. These may also be provided as part of your final travel documents emailed to you approximately 14 days to travel. You can also obtain these at the port

When they become available varies by cruise line.

If you cannot locate your luggage labels close to departure, please contact our Care Team.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Please tell us as early as possible if you or someone travelling with you requires additional assistance.

This might include:

* Airport assistance

* Wheelchair assistance

* Mobility requirements

* Accessible accommodation or cabins

* Medical equipment

* Dietary requirements

* Support during transfers

The assistance available and the notice required varies depending on the airline, cruise line, tour operator and destination.

Our Care Team can help you identify who needs to be informed and what information may be required.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

No – all airlines, cruise lines and travel providers now accept digital documents or mobile boarding passes. 

If you do not have access to a printer and believe you need printed documentation, please contact our Care Team and we can advise you.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Special transfer requirements depend on the transfer provider and destination .Please contact us as early as possible so we can check availability.

If you require a child seat, customers may be required to provide their own child seat. 

Please contact our care team who will be able to advise you on this.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Most cruise lines allow you to add extras to your booking before departure.

Depending on the cruise line, these may include:

* Drinks packages

* Wi-Fi

* Speciality dining

* Shore excursions

* Spa treatments

* Celebration packages

* Transfers

* Parking

These can often be booked through your cruise line’s website or app once your booking is available in their system.

Availability, prices and the time at which extras become bookable vary by cruise line.

You can also book all cruise extras via our care team (subject to availability)

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Excursion booking varies between cruise lines and tour operators.

Some excursions can be booked shortly after your holiday is confirmed, while others are released closer to departure.

You will normally be able to view and book available excursions through your travel provider’s website, app or booking portal.

For some escorted tours or river cruises, excursion choices may instead be collected directly by the operator.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Cruise dress codes vary considerably.

Some cruise lines have formal or gala evenings, while others have a much more relaxed approach – although swim-wear is never allowed in buffet or main restaurants.

Your cruise line’s website or app will provide details of the recommended dress code for your sailing, including any formal evenings or venue-specific requirements.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Dining times are dependent on the cruise line, availability and, normally, the type of fare that you paid at the time of booking.

Some cruises offer fixed dining times, while others use flexible or anytime dining.

Where changes are available, you may be able to request them through your cruise line’s website or app.

Dining changes are usually subject to availability, so we recommend requesting them as early as possible.

Dining requests can also be done via our care team – subject to availability 

Speciality dining restaurants can be pre-bookable but varies by cruise line, and come at a chargeable supplement. You may be able to make your reservation through the cruise line’s app.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

A number of parking options are available for cruises departing from Southampton.

The parking provider available to you may depend on your cruise line, terminal or package.

Visit our Southampton cruise parking information page for current options, or contact our Care Team if you are unsure which parking service is suitable for your booking.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

If you experience a problem while you’re away, please report it as soon as possible so there is an opportunity to resolve it during your holiday.

If you’re travelling on a package holiday, cruise or escorted tour, speak to your travel provider’s representative, Guest Services team or local contact in the first instance. You should also find emergency or in-destination contact details within your travel documents.

If you’re unable to get help, please contact your original sales agent or our Care Team on 01253 40 11 22 or email careteam@thetravelvillagegroup.com.

Please note that our Care Team can only respond during office hours, so for urgent assistance outside these times you should use the emergency contact details provided by your travel supplier.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

If your travel provider cancels your holiday, the options available to you will depend on the circumstances and the terms that apply to your booking.

These may include an alternative holiday, changing your travel dates or receiving a refund.

If we are notified that your booking has been affected, we will contact you with the information and options provided by the travel provider.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

If an excursion is cancelled, the refund process depends on who the excursion was booked and paid through.

If it was booked directly with your cruise line or travel provider, they will normally arrange the refund.

Refunds may be returned to your original payment method, onboard account or another method determined by the provider.

If you booked the excursion through Travel Village Group and are unsure what happens next, please contact our Care Team.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

Refund times vary depending on the travel provider, airline and payment method involved.

Where Travel Village Group is acting as your travel agent, we may need to receive the funds back from the travel provider before we can return them to you.

If a refund has been agreed and you would like an update, please contact our Care Team.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

If you have left an item on a cruise ship, at a hotel, on a flight or with another travel provider, you should contact the company responsible as soon as possible.

Lost property procedures vary between providers and items can take time to be traced.

If you need help identifying who to contact, our Care Team can assist.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.

If you notice an incorrect or unfamiliar charge while you are still onboard, speak to Guest Services as soon as possible so they can investigate it before you leave the ship.

If you only notice the charge after returning home, contact the cruise line using the post-cruise contact details provided on their website.

If you need help identifying who to contact, our Care Team can assist.

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If you require any more help or advice with your booking please message our care team using WhatsApp. Or you can call us on 01253 40 11 22.